The Lived Experience Goldmine: Professionalizing Heart and Mission
“I believe that our most valuable natural resources are our unhoused population and finding out what they're passionate about.” — Daphne Cortese-Lambert
In early 2024, Del Norte Mission Possible (DNMP) faced a daunting challenge: they had a dedicated team of staff and volunteers with deep "lived experience," but many were "thrown into the deep end" without a professional lifejacket.
We’ve had the same experience in other communities …
Consider the story of Shannon, who walked the path from being exited from a program due to her temper to becoming an exceptional shelter manager. Her transformation wasn't accidental; it was the result of consistent mentorship and the realization that her past was her greatest asset—provided it was coupled with support and opportunities to shine.
Today, her wisdom is captured within a digital hub, ensuring her lessons on "relationship-based management" and “team-building tips” are passed down to every new hire who walks through the door.
The Pain Point: The "Wisdom Bottleneck" and Boundary Blurs
Many rural providers rely on staff with the "heart" for the mission but lack a standardized way to teach the "business" of social services. Without professional guardrails, staff with high empathy are prone to "rescuing" behaviors, which leads to enmeshment, enabling, and rapid burnout. This creates a "wisdom bottleneck" where critical operational knowledge exists only in the heads of a few leaders, leaving the organization vulnerable if those individuals step away.
The Key Lesson Learned: Standardized Training is the Anchor
The DNMP and Shannon stories prove that lived experience is a goldmine, but it must be professionalized to be sustainable. By recording a comprehensive 40-hour Skills Training for DNMP and converting it into a self-paced online hub, we created a repeatable, "evergreen" onboarding system.
This hub—complete with two interactive AI assistants to answer staff questions in real-time—ensures that every employee, from case managers to guest hosts, starts with the same foundational mastery of boundaries, trauma-informed care, and de-escalation. Professionalism doesn't replace the heart; it protects it.
Unlock Your Team’s Full Potential
Transitioning from a "mom and pop" operation to a professionalized entity is the only way to ensure your mission outlives its founders. Our Technical Assistance team—Chad McComas, Matt Vorderstrasse, Phil Johncock, and our exceptional team, many with “lived experience”—brings over 70 years of combined experience to help you navigate these complex operational waters.
Whether you need a blueprint for professional development or a customized hub or digital training repository, we provide the tools to build a resilient, expert workforce. Book a Free Consultation today and let us help you turn your staff's lived experience into your community's greatest success story.
By,
Phil Johncock, MA, MMs, GPC
PhilJohncock.com | PhilJohncock@gmail.com | (702) 518-8756